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The World Wide Web (WWW) has become a very important communication channel. Its usage has steadily grown within the past. Interest by website owners in identifying user behaviour has been around since Tim Berners-Lee developed the first web browser in 1990. But as the influence of the online channel today eclipses all other media the interest in monitoring website usage and user activities has intensified as well. Gathering and analysing data about the usage of websites can help to understand customer behaviour, improve services and potentially increase profit.
It is further essential for ensuring effective website design and management, efficient mass customization and effective marketing. Web Analytics (WA) is the area addressing these considerations. However, changing technologies and evolving Web Analytic methods and processes present a challenge to organisations starting with Web Analytic programmes. Because of lacking resources in different areas and other types of websites especially small and medium-sized enterprises (SME) as well as non-profit organisations struggle to operate WA in an effective manner.
This research project aims to identify the existing gap between theory, tool possibilities and business needs for undertaking Web Analytic programmes. Therefore the topic was looked at from three different ways: the academic literature, Web Analytic tools and an interpretative case study. The researcher utilized an action research approach to investigate Web Analytics presenting an holistic overview and to identify the gaps that exists. The outcome of this research project is an overall framework, which provides guidance for SMEs who operate information websites on how to proceed in a Web Analytic programme.

Business documents contain valuable information. In order to comply with legal requirements, to serve as organisational knowledge and to prevent risks they need to be managed. However, changes in technology with which documents are being produced introduced new kinds of documents and new ways of interacting with documents. Thereby, the web 2.0 led to the development of Enterprise Collaboration Systems (ECS), which enable employees to use wiki, blog or forum applications for conducting their business. Part of the content produced in ECS can be called Social Business Documents (SBD). Compared to traditional digital documents SBD are different in their nature and structure as they are, for example, less well-structured and do not follow a strict lifecycle. These characteristics bring along new management challenges. However, currently research literature lacks investigations on the characteristics of SBD, their peculiarities and management.
This dissertation uses document theory and documentary practice as theoretical lenses to investigate the new challenges of the long-term management of SBD in ECS. By using an interpretative, exploratory, mixed methods approach the study includes two major research parts. First, the nature and structure of Social Business Documents is addressed by analysing them within four different systems using four different modelling techniques each. The findings are used to develop general SBD information models, outlining the basic underlying components, structure, functions and included metadata, as well as a broad range of SBD characteristics. The second phase comprises a focus group, a case study including in-depth interviews and a questionnaire, all conducted with industry representatives. The focus group identified that the kind of SBD used for specific content and the actual place of storage differ between organisations as well as that there are currently nearly no management practices for SBD at hand. The case study provided deep insights into general document management activities and investigated requirements, challenges and actions for managing SBD. Finally, the questionnaire consolidated and deepened the previous findings. It provides insights about the value of SBD, their current management practices as well as management challenges and needs. Despite all participating organisations storing information worth managing in SBD most are not addressing them with management activities and many challenges remain.
Together, the investigations enable a contribution to practice and theory. The progress in practice is summarised through a framework, addressing the long-term management of Social Business Documents. The framework identifies and outlines the requirements and challenges of and the actions for SBD management. It also indicates the dependencies of the different aspects. Furthermore, the findings enable the progress in theory within documentary practice by discussing the extension of document types to include SBD. Existing problems are outlined along the definitions of records and the newly possible characteristics of documents emerging through Social Business Documents are taken into account.

The aim of this paper is to identify and understand the risks and issues companies are experiencing from the business use of social media and to develop a framework for describing and categorising those social media risks. The goal is to contribute to the evolving theorisation of social media risk and to provide a foundation for the further development of social media risk management strategies and processes. The study findings identify thirty risk types organised into five categories (technical, human, content, compliance and reputational). A risk-chain is used to illustrate the complex interrelated, multi-stakeholder nature of these risks and directions for future work are identified.